In cases where a user requires an accessible PDF version of a purchased textbook because of a medical disability, we are legally obligated to provide this to them. Using tickets 8336517 and 8226116 as a basis we have outlined the following scenario and actions:
- Customer, or person acting on behalf of a user (for example, a university employee on behalf of a student), contacts us asking for a PDF or accessible version of a book that they have purchased (print or eBook) because they have an accessibility need.
- We should request for a proof of purchase of the title, but not for any proof of their disability. If the ticket is under the remit of the Institutional Support team, agents can perform an entitlement check for the DOI of the book against the institution BPID, as an indicator of proof of purchase. If the purchase cannot be found, ask the customer for proof of purchase.
- When we have received their proof of purchase of the book, we can provide a PDF of the eBook as requested.
If any future tickets contain complications regarding the above (for example, talk of legal action, or inability to provide proof of purchase, etc.) that mean the process cannot be followed, please refer the query to an SNCS Accessibility Champion (Amy Megson; Jazmine Penfold; Thomas Mueller; Jin Sai) and we will review it on a case-by-case basis and see if we need to add to this process guidance.
Print books
If a customer wants a printed book for accessibility reasons, please forward the ticket to books.admin@springernature.com.